Monica Moro Email and Phone Number
I'm a Marketing Expert with cross-sector expertise spanning Advertising, Digital Marketing, Corporate Communication, Events Management, CRM, Social Media Marketing, Projects Management and Customer Experience Management.I’m highly motivated, very costumer focused and committed to my job. I'm detail oriented and very careful to satisfy and anticipate the customer's need, I assume a positive and friendly attitude when I manage diverse issues.I enjoy working in team and building strong relationships with colleagues and suppliers.I'd like to widen my experiences in an international and fast paced environment where to be able to use my skills and attitudes in a different context, face new challenges and take on further responsibilities.Specialties:- Marketing (Communication/Brand Management, Pricing, Distribution, Market Research, Consumer Behavior, STP)- Digital Marketing - Social Media Marketing - Copywriting for marketing/advertising literature including the web- CRM (Loyalty & Retention Campaigns and Lead Generation Management)- Marketing Budget Controlling - Event Management (Incentive Trip, Training Seminars and Conferences)- Incentive Program Management (Awards and Contest)- Fashion Marketing - Fashion History- Cool Hunting- Sales & Marketing Projects Management
Covisian
View- Website:
- covisian.com
- Employees:
- 9717
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Customer Communication And Care CoordinatorCovisianMilan, It
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Customer Communication & Care CoordinatorCovisian Nov 2019 - PresentMilan Area, Italy- Manage all customer requests and claims ensuring a high service by using "Human Touch" in each point of interaction with them (chat, e-mail, phone).- Measure and control both traditional KPIs as well as advances KPIs like engagement, quality, churn ect by using “Sparta AI” a software based on the Artificial Intelligence, a technology that allows real time control on value related metrics and plan activities and make adjustments in order to optimize performance.- Backoffice and Accounting activities regarding the contract subscribed by our customers.- Organize training activites about the Brand values in order everyone can be a “Brand Ambassador”"Customer Care is the new Marketing, have your best consumers be your best advocates and that’s the best marketing you can do in the age of a connected customer." - Ragy Thomas
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Communication & Customer Experience SpecialistBmw Bank Gmbh – Succursale Italiana Sep 2017 - Oct 2019San Donato Milanese- Create and manage all content for every touchpoint (Direct Email, Chat, Web Site,Phone Script,Social Media )- Manage inbound and outbound activities ensuring high service level to Customers by using "Human Touch" in each point of interaction with them.- Check everyday the FRT (First Reply Time) in the solving Customers' issues by phone, chat, ticket, e-mail.- Develop, lead and execute CRM Campaigns (Retention and Acquisition) and Omni-Channel Strategy. - Measure the Customer KPI: CSAT, NPS, Engagement Rate, Churn Rate.- Maintenance BMW/MINI used car sale website (Online Store) by monitoring all paths of the Customer purchase process (Decision - Purchase - Payment - Delivery)."Not only the duties of my job make me get how the Customer is important, but also my focus on being an "Happiness Customer Advocate". - Monica Moro -
Crm Communication SpecialistBmw Bank Gmbh – Succursale Italiana Jul 2011 - Sep 2017San Donato MilaneseThe main activities of my role are: - Develop and execute comunication strategies- online and offline. - Develop Acquisition, Retention and Growth strategies for our client's comprehensive CRM program. - Plan and manage Direct Mailing Campaigns including Strategy, Mechanics, Communication Channels, Creative, Response Channels & Budget Requirements. - Understand and supervise the management of client Databases including ongoing data analysis for segmentation, targeting and reporting. - Track, measure and evaluate the effectiveness of existing CRM processes: Analyze database reports and submit recommendations.
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Communication SpecialistBmw Financial Services Oct 2006 - Jul 2011- Communication planning which includes campaign management, events marketing collateral, new product launches, sales tools, agency and budget management.- Manage the production of a variety of marketing items including brochures, flyers, banner ads, email and direct mail.- Contribute to copy requirements of the team, which include the production of content for the website, sales aids educational pieces, news items, product brochures and presentations.- Responsible for advertising and organising promotional activities with the goal to strengthen the selling activity.- Managed introduction of successful web site in order to give support and to communicate to the wide sales team of 1200 people.- Responsible for organising the Dealers Incentive Trip including the communication and logistic activities.- Management and controlling of Annual Marketing Budget. -
Marketing & Communication SpecialistHelvetia Jan 2006 - Oct 2006Communication (Corporate and Commercial) and Event Management. -
Direzione Marketing E Sviluppo ProdottiBcc Vita Mar 2004 - Jan 2006Product Launch Management, Events Organization Web Marketing and Training.
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Marketing Manager Assistant - InternshipPirelli Tyres Jan 2003 - Oct 2003Marketing Budget Controlling. -
Emea Crm Manager Assistant - InternshipIbm Jul 2002 - Jan 2003CRM Programs Support, promotional and training activities.
Monica Moro Education Details
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Economics -
Marketing
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Sustainable Fashion -
Fashion Marketing -
ValuelabLoyalty & Crm -
Cegos SpaWeb Marketing 2.0
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Liceo Scientifico
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Embassy Ces New YorkEnglish
Frequently Asked Questions about Monica Moro
What company does Monica Moro work for?
Monica Moro works for Covisian
What is Monica Moro's role at the current company?
Monica Moro's current role is Customer Communication and Care Coordinator.
What schools did Monica Moro attend?
Monica Moro attended Università Bocconi, Università Bocconi, Copenhagen Business School, London College Of Fashion, University Of The Arts London, Valuelab, Cegos Spa, Liceo Scientifico, Embassy Ces New York.
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Monica Moro
Ootb Coach (Out Of The Box) | Autrice Di 'Conversazioni Con L'Inconscio' | Mentore Divergente Per Professionisti E Imprenditori SovversiviGreater Varese Metropolitan Area
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